HOSPITALITYDOCTOR.COM
Does the idea work? Bec Hepworth is a Senior Account Director at Admentum - an Advertising & PR Agency - admentum.com.au. Bec wrote “Hi Max. A note to say thank you for the many ideas you crammed into Post Pandemic Thinking For Hospitality and Tourism. I’ve already had success from the very first idea you mention in the eBook. We certainly had a downturn in our business. So, I decided to follow your advice and call all our clients to ask if they were OK. They were pleasantly surprised when they realised I genuinely cared about how they were faring, not just from a business perspective. The conversations naturally turned into how I could help their businesses through this difficult time. I believe this simple act has prompted our clients to see us in a whole new light. We have already received a number of new briefs and business has certainly picked up. This is particularly so in the ‘Events’ space which is an area we thought would take a long time to get back up and running!
At the same time have selected staff members make calls to the rest of your database. Make this a regular ‘to do’ task as part of your daily marketing strategy. Perhaps, plan on you and your selected staff members doing 2-5 calls a day and cover your entire database. Simply ask “How are you doing now in these pandemic times? Is there anything we can do to help you?” Remember to do some training with your staff. Give them telephone conversation guidelines and play- act the calls. (The staff at McDonalds don’t just randomly ask “Would you like fries with that?” They are ‘trained’ to do it.)
Max Hitchins is a hotelier, author and professional speaker. He is known around the world as the Hospitality Doctor. He is the author of Post Pandemic Thinking for Hospitality and Tourism
For more information contact Paul Champion - District Sales Manager - M: 0457 818 811. To place an order call the CCA order hotline on 13COKE (13 2653).
THA HOSPITALITY—REVIEW: JUNE 2021 | 39
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